Lead all aspects of client engagement, including marketing, lead generation, sales, service delivery, performance measurement, and client satisfaction.

Manage IT client support operations, associated products, vendor relationships, and projects. Lead a team of 8 full-time and 10 part-time employees across several functions, including a contact center, walk in service center, field support dispatch, and specialized application support.Develop strategic communications plan aligned with IT goals and initiatives. Produce campaigns to increase awareness of key client-facing IT topics, including security, new service launches, and training opportunities.Oversee vendor relationships with Microsoft Office 365 and Microsoft Premier Support teams, self-maintainer programs for Lenovo and Apple, and handoff between internal IT personnel and external hardware maintenance providers.KEY RESULTSLed transition from BMC Remedyforce and BMC Service Desk Express to ServiceNow for ITSM, including incident, problem, change, ESS/self-service, asset, and procurement modules.Working with in-house telecommunications team, migrated IT contact centers from legacy Nortel SL-100-based hardware to Cisco’s UCCX and CallManager platform. Progressively iterated script design to enhance the client experience, including priority routing for calls from classrooms, and advanced routing based on time of day, staff skills, and training.Managed IT client support and delivery for the 2012 United States Presidential Debate. Key constituencies included candidates, campaign staff, moderator, debate commissioners, and domestic and international press. Responsibilities included management of the 15-member IT client support team, verifying contracted client-facing IT services were delivered correctly and on time, and coordinating service delivery following on-site ordering by campaign staffers and press.

Ideate and execute innovative campaigns to market and raise awareness of key IT initiatives.Supervise contact center for faculty, staff, and administrative support, including a team of 4 full-time and 5 part-time employees.KEY RESULTSDesigned and produced an integrated welcome guide, “Explore IT”, providing new faculty, staff, and students with an introduction to the University’s technology services, suggestions for student laptop purchases before arriving on campus, and appropriate support resources. Included both digital interactive and print components.Planned and executed an annual “IT Block Party” barbeque and open house to welcome new and returning students and faculty at the start of the academic year. Attendees interacted with representatives from every area of IT, with interactive demonstrations from Faculty and Student Computing Services, and an on-site “Get Connected” center serving as a one-stop-shop for user support issues associated with the start of the new school year.Launched campaigns to increase student engagement with technology, to smooth the start-of-year support experience, and to increase awareness and accuracy in student responses to national surveys.Managed training logistics and produced training materials for the University’s transition from Novell GroupWise to Microsoft Exchange Online (BPOS).

Provide telephone-based technical support for more than 4,000 faculty and staff.Deliver one-on-one and departmental training sessions covering a wide range of IT topics.